Manager, Customer Success
About the Role
Biller Genie is seeking a Manager, Customer Success to lead the Customer Success team and ensure customers receive maximum value from Biller Genie. This role involves managing and developing a team, setting performance expectations, and driving retention and expansion.
What You’ll Do
Team Leadership & Development: Manage, mentor, and develop a team of Customer Success Managers/Associates, set clear performance expectations, and build scalable processes.
Retention: Own gross and net revenue retention metrics, proactively identify at-risk accounts, monitor customer health scores, and collaborate with Product and Support to resolve issues.
Expansion: Drive upsell and cross-sell opportunities, collaborate with Sales on growth opportunities, and increase product adoption and customer engagement.
Voice of the Customer: Serve as a key advocate for the customer, share feedback, and track key success metrics.
What You Bring
Experience: 4+ years in Customer Success, Account Management, or a related field, with at least 1–2 years in a people management role.
Analytics: Strong analytical mindset, comfortable working with data to identify trends and drive decisions.
Communication: Excellent communication and relationship-building skills, able to engage customers at all levels.
Tools: Experience with CS platforms and CRM tools.
Leadership: Collaborative, low-ego style with a passion for customer outcomes.
Bonus Points
Background: Fintech, payments, or accounts receivable automation experience.
Experience: Building or scaling a Customer Success team.
Why Biller Genie
You'll join a growing team, have real ownership over a critical part of the business, and work alongside people who care deeply about our customers and each other.